Information behaviour in value characteristics deployment approach to increasing customer satisfaction by combining product and service

摘要

This paper deals with the difficulties involved in analysing and designing a management system to reduce the risk and improve the productivity of new product and service development. The model represents the process of the value characteristics deployment approach to determining specifications for new combinations of product and service. The proposed method is based on value characteristics that enhance customer satisfaction with the existing products and services. The identified value characteristics are applied to cases of food-catering services for the elderly and the results of the case study points out the effectiveness of adding new value characteristics to satisfy users' needs.